Sr Customer Success Manager, Global (Annual Plan)

Uber is seeking a Senior Customer Success Manager on the Global Delivery Partnerships team to serve as a strategic leader for merchant operations across its delivery platform. The role involves managing relationships with global merchant partners, driving operational health, and enabling revenue expansion in partnership with regional leadership.

Responsibilities:

• Global Account Leadership: Own end-to-end operational health for a portfolio of Uber's most complex, high-value global merchant partners - serving as a strategic point of contact and driving alignment across markets, regions, and internal teams
• Operational Strategy & Escalation: Identify systemic operational challenges across regions, design scalable solutions, and lead cross-functional escalations involving various teams when merchant performance is at risk
• Performance & Insights: Conduct analyses, global QBRs and executive business reviews; synthesize performance signals across markets to surface trends and inform strategic decisions for both merchant partners and Uber leadership
• Product Adoption & Expansion: Define and drive global product adoption strategies for Uber's full suite (eg end points implemented); partner with Product teams to influence roadmap based on merchant needs at scale
• Cross-Functional & Regional Collaboration: Act as a connective layer between regional CSM teams, Global AMs, and HQ functions - ensuring consistent strategy, sharing best practices, and driving alignment on global initiatives
• Retention & Growth: Lead retention strategy for high-value global accounts; develop proactive intervention frameworks and partner with AMs on upsell and cross-sell opportunities that drive long-term revenue growth

Requirements:

• At least 5 years of full time experience
• Experience in B2B Customer Success, Account Management, Strategy, or Operations - with demonstrated experience managing complex, enterprise-level accounts
• Bachelor's degree in Economics, Finance, Business Administration, or a related field
• Proven track record of driving measurable outcomes (retention, adoption, revenue growth) across large, multi-stakeholder accounts
• Strategic Thinking - Ability to see beyond individual accounts, identify patterns across markets, design scalable programs, and influence organizational direction
• Operational Excellence - Track record of diagnosing systemic inefficiencies and implementing solutions that scale across regions
• Cross-Functional Leadership - Experience driving alignment across Product, Engineering, Finance, and regional Operations teams
• Experience in food delivery, marketplace platforms, or high-growth global tech companies
• Experience in management consulting, enterprise SaaS, or a global strategic account role
• Proficiency in SQL or comfort working with data teams to extract and interpret performance data
• Ability to communicate complex, multi-market performance narratives clearly to senior and executive audiences
• Analytical ability- Comfortable working with data and performance metrics; ability to translate insights into clear, actionable recommendations for merchants and internal stakeholders
• Experience working across multiple geographies or managing globally distributed partnerships
• Strong executive presence - able to engage and influence VP/C-suite stakeholders at merchant partners and internally